CRM Manager

Pivotal London; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Pivotal London is seeking a CRM Manager to take genuine ownership of our CRM strategy within a rapidly scaling DTC subscription business. You will relaunch CRM as a major growth channel, building sophisticated lifecycle journeys, an experimentation roadmap, and measurable impact on retention, LTV and revenue.

The role involves owning retention, lifecycle, and subscriber longevity across a growing base of ~35,000–40,000 customers.

Qualifications

• Experience in CRM, lifecycle marketing, and retention-focused campaigns.
• Proven ability to translate data into actionable CRM strategies.
• Strong experience with automated lifecycle journeys and segmentation.
• Hands-on with managing campaigns and testing in a high-growth ecommerce or subscription context.

Responsibilities

• Own end-to-end CRM strategy across the customer lifecycle.
• Build a roadmap focused on retention, LTV, and churn reduction.
• Develop, optimise and scale automated lifecycle journeys.
• Identify churn drivers and translate into CRM opportunities.
• Create segmentation and personalisation strategies.
• Lead experimentation across campaigns and journeys.

Skills

CRM

Lifecycle Marketing

Retention Marketing

AB Testing

Klaviyo

Data-Driven

Tools

Klaviyo

Braze

Job description

Location: Central London - Hybrid 3 days

Our client is one of the UK’s fastest-growing DTC consumer brands, experiencing significant growth across both ecommerce and subscription.

Following an exceptional period of customer acquisition, the business has scaled to c.35,000-40,000 active subscribers and is now investing heavily in the next major commercial opportunity: retention, customer lifetime value and CRM.

They are looking for a CRM Manager to take genuine ownership of the channel and help transform CRM into a major driver of customer and revenue growth.

This is not a BAU email marketing role. The foundations are in place, but there is significant opportunity to develop the strategy, introduce more sophisticated lifecycle journeys, build a meaningful experimentation roadmap and demonstrate CRM’s impact on retention, LTV and revenue.

The Opportunity

• Take end-to-end ownership of CRM within a rapidly scaling DTC subscription business
• Effectively relaunch CRM as a commercial growth channel rather than inherit a mature BAU programme
• Build the CRM strategy and roadmap across retention, lifecycle, repeat purchase and customer LTV
• Own a rapidly growing subscriber base of c.35,000-40,000 customers
• Develop a sophisticated test-and-learn programme and identify opportunities across the customer lifecycle
• Work across email through Klaviyo, with scope to explore channels such as SMS and WhatsApp
• Directly influence retention, churn, repeat purchase, LTV and CRM-attributed revenue
• Work closely with Growth, Brand, Operations, Finance and the wider business
• Join a lean c.25-person company where you’ll have genuine autonomy, visibility and influence
• Grow your remit and career as both CRM and the wider business continue to scale

Responsibilities

• Own CRM strategy and execution across the customer lifecycle
• Build and manage a roadmap focused on retention, LTV, repeat purchase and subscription longevity
• Develop, optimise and scale automated lifecycle journeys
• Identify customer behaviours and churn drivers and translate these into CRM opportunities
• Build customer segmentation and personalisation strategies
• Develop a structured experimentation roadmap across campaigns and lifecycle journeys
• Create hypotheses, run tests, analyse results and use learnings to inform future activityMeasure CRM performance against commercial outcomes rather than purely channel metrics
• Identify opportunities to increase CRM’s overall contribution to revenue
• Remain hands-on across campaign creation, journey building, testing and optimisation
• Explore opportunities across additional CRM channels including SMS and WhatsApp
• Work cross-functionally to improve the wider customer experience and retention strategy

Your Profile

• Strong experience across CRM, Lifecycle Marketing, Retention Marketing or a related discipline
• Experience within a DTC, ecommerce or subscription-led consumer business would be highly relevant
• Strong understanding of retention, churn, repeat purchase and customer lifetime value
• Evidence of delivering measurable commercial impact through CRM
• Experience building and optimising automated lifecycle journeys
• Strong segmentation, personalisation and A/B testing capability
• Comfortable using customer data and insight to identify opportunities and prioritise activity
• Klaviyo experience would be advantageous, although experience with platforms such as Braze or similar is equally relevant
• Able to combine strategic thinking with genuinely hands-on CRM execution
• Commercially minded and able to connect CRM activity to wider business performance
• Comfortable operating autonomously within a fast-paced, high-growth environment
• Able to build and scale initiatives with limited existing structure or guidance
• Proactive, curious and comfortable adapting quickly as priorities change
• Open to established CRM Managers or ambitious Senior CRM Executives ready to make the step up
• Most importantly, you’ll be excited by the opportunity to build rather than maintain and make CRM a fundamental part of the company’s next phase of growth

Pivotal is an equal opportunities employer and we encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.